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Posts tagged "customer service experience"

Customer Holds Company HostageCustomer Service Experience

Some of my clients have mentioned to me that social media gives customers such an upper hand. One even mentioned that he felt that his customers are holding his company hostage. These clients are concerned that if they don’t give their customers the service or experience that they think they deserve, they will turn to Twitter, share the experience on Facebook, post a negative review on Yelp, and more.

You know what I think? I think that it simply means our customers are holding the company to a higher standard. Continue reading

Doctors Bedside MannerCustomer Service Experience

You do the same thing, over and over each day. Work is a routine. You might even get bored. So how do you stay motivated to be nice to your customers? Before we answer that question, let me share an example with you to set up the lesson. Continue reading

Customer Service SpeakerCustomer Experience

How customer-friendly are your prices and fees? What I mean is do you add fees, surcharges, assessments or other costs to your customers’ bills that either surprise them or make them feel like they are being taken advantage of? Continue reading

Future of CS is Technology - Low ResMore and more I’m asked about the new technologies coming up in customer service and experience.  It used to be that customer service was just a phone number you called when you needed help – or how nice someone was when they interacted with you.  The future has brought us something bigger than customer service.  It has brought us the customer experience, which is much more than your traditional customer service.  It now encompasses every touch point or interaction the customer has with an organization.  Continue reading

cusotmer-serviceAmazing Experience

Wouldn’t you like all of your customers to say this?

“They have the best customer service.  They go above and beyond.”

In just the last week I’ve heard four completely unrelated people talk about the “above and beyond” experiences they received from people they did business with. Continue reading

deliver-great-customer-serviceDeliver Great Customer Service

Creating a Customer Centric-Culture.  That’s a lot of words that begin in C.  Well, this article is about D’s.  Growing up, in school a D wasn’t a very good grade.  And, where I went to school, sometimes a D was slang terminology for a demerit, which meant I spent a Saturday morning at school in study hall.  Not a great way for a kid to spend a Saturday.  However, you and your company will want the following D’s, especially if customer service and building a customer-centric culture is important to you.  And, I know it is! Continue reading

internal customer serviceInternal service

The concept of internal customer service may be just as important, if not even more so, than general customer service.  So much of what drives the customer experience is what is happening on the inside of an organization.  It’s the company’s culture that creates and ultimately defines the customer service experience.  Continue reading

customer-service-trainingDelivering Great Customer Service

Just because an employee understands what it means to deliver great customer service, doesn’t mean that he or she is able to deliver it.

As I talk to many different companies about how they build an organization that is customer-focused, many of them start with the hiring process.  You have to hire people that already understand customer service and that are capable of delivering it.  That’s the human side of customer service. Continue reading

customer-service-strategyAmazing customer service doesn’t happen by accident. It happens on purpose.

I recently posed the following question to a group of business owners at the International Franchise Association convention: How do you ensure a great customer service experience for your customers?

There were some commonalities among the answers. Even with the diverse collection of businesses, from quick serve restaurants to online businesses, most of them agreed that good customer service starts with people. Continue reading

Customer Service Tips

I’m writing this the day after Thanksgiving, also known in the retail world as Black Friday. This is one of the busiest, if not the busiest, shopping day of the year.  I observed a number of sales people and customers in the stores at a very busy shopping mall. Here’s what I noticed.

By the way, even if you’re not a retailer, there are still some lessons here.  Every business will have busier times than others. It doesn’t have to be because of a holiday rush.  It can be after a trade show or seasonal.  Now, back to Black Friday. Continue reading

Two Customer Service Experiences to Learn From

I had two bad customer service experiences back to back that completely surprised me. Sometimes the people you do (or want to do) business with just don’t get it. They don’t have flexibility or they don’t take an extra step for one reason or another. They are lazy. Laziness is a customer service killer! Continue reading

The other night I had dinner at a favorite restaurant.  Unfortunately, a bad customer service experience tainted the evening.  The good news is that this event created a learning opportunity.

By the way, you don’t have to be in the restaurant business to appreciate and learn from this story.  As I take you through the story and the lessons we can take away from it, think about how they apply to your business. Continue reading